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Qualification Standards Position Description	List of Positions	U.S.Postal Service

CUSTOMER CARE AGENT - TIER 2 (P7-07) OCCUPATION CODE: 2320-0011

DOCUMENT DATE: MARCH 16, 2019     FUNCTION:   Receives inbound, and responds to outbound, customer contacts including but not limited to voice, emails and online chat; provides information, technical advice and program guidance related to complex inquiries on USPS products and services including specialty products to residential and small business customers.   DESCRIPTION OF WORK:   See the Standard Position Description for the Occupation Code given above.   EXAMINATION REQUIREMENTS:   Applicants must successfully complete the Virtual Entry Assessment CS (477).   REQUIREMENTS:   This section is composed of Knowledge, Skills, and Abilities (KSAs) which are required to satisfactorily perform the tasks of the position. Applicants must demonstrate that they possess a sufficient level of each KSA, to include at least minimum competency for senior-qualified positions to enable them to perform these tasks satisfactorily. Applicants demonstrate these levels by describing examples of experience, education, or training, any of which may be non-postal. Ratings are based on the demonstration of the level of possession of each of the KSAs. Failure to demonstrate any KSA is disqualifying.   Ability to work with USPS customers in a polite, courteous, and professional manner.   Ability to manage difficult customer situations, to respond promptly to the needs of the customer, and perform under pressure of the position.   Ability to communicate orally sufficient to express ideas or facts clearly and logically when answering questions, giving instructions or explaining Postal products and services.   Ability to use a computer, keyboard and a mouse to retrieve information to respond to customer inquiries and complaints by phone, email and chat.   Ability to use written and electronic reference tools, manuals, and the internet/intranet to search and retrieve information on a computer.   Ability to interpret and provide guidance and feedback related to bi-lateral agreements including identifying requirements, maintaining service levels, and determining contract/payment obligations.   Ability to resolve complex problems from customers and monitor the status of outstanding problems.   Ability to work cross-functionally with USPS departments in support of resolving customer issues.   Ability to manage multiple functions simultaneously while providing technical guidance, including troubleshooting and offering solutions to problems.   Ability to listen attentively on an ongoing basis, comprehends, capture as well as interpret basic customer information.   Ability to use a computer to compile and summarize oral or written information, input or log customer information into an automated information system, and route more complex problems to higher levels for resolution.   Ability to evaluate information provided by customers to determine the nature of inquiry or complaint, and identify an appropriate solution within established service standards and guidelines.   DESIRABLE: Translates inbound and outbound calls in Chinese, French and Spanish; confirms customer understanding of the inquiry and provide additional customer education as needed.   PHYSICAL REQUIREMENTS:   Applicants must be physically able to efficiently perform the duties of the position.
Doc Date: 03/16/2019		Occ Code: 2320-0011